Journal
PROCEEDING OF SUSTAINABLE DEVELOPMENT OF CIVIL, URBAN AND TRANSPORTATION ENGINEERING
Volume 142, Issue -, Pages 124-130Publisher
ELSEVIER SCIENCE BV
DOI: 10.1016/j.proeng.2016.02.022
Keywords
logistics service providers; service quality; SERVQUAL; performance measurement.
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Cost minimization is a key objective in managing logistics services. In this context, a growing interest in quality improvement can be observed. However, service quality is hard to quantify as it is a function of varying customer perceptions over time, of the measurement process and of the analysis of the data gathered. This study examines the logistics service quality by scales developed according to SERVQUAL instrument. A survey of 200 customers of logistics service providers (LSP) was conducted in Da Nang City. The data analysis shows that LSPs in Da Nang city need to improve Research and Development and to develop Customer Care programs. (C) 2016 The Authors. Published by Elsevier Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).
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